GoToAssist Remote Support

Customer Guide for Mac

Learn how to join a support session and use features & tools

1Join a Support Session

While on your Mac desktop, you can join a support session using the Support URL or Support Key provided by your agent in various ways. However, your experience joining the support session will depend on whether the GoToAssist Opener "helper" application has been installed previously.

If it's your first time joining a session, you will be prompted to download the GoToAssist Opener "helper" application. Once installed, the GoToAssist Customer application will launch, and you will be joined with the agent in a support session.

If you've joined a session before and have previously installed the GoToAssist Opener "helper" application, the GoToAssist Customer application will launch you directly into a support session with the agent.

2Share your screen

Once you have joined a support session, you are prompted to share your screen with the agent and allow them to remotely control your keyboard and mouse. You can click Stop Screen Sharing on the GoToAssist Customer toolbar to stop screen sharing and remote control at any time.

Note: When an agent's account is enabled for session recording, an additional message, "This session will be recorded" is displayed when you are prompted to join the support session.

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Q:

I stopped sharing my screen. How do I start sharing it again?

The agent must send a screen sharing request, and you can click Yes on the prompt to begin sharing your screen again.

Q:

I have multiple monitors. Can the agent see all of my screens?

Yes. Multiple monitors are supported when you share your screen with the agent.